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SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Which statement most accurately describes typical key performance indicators for the IncidentManagement process?
B) Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA
A) Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem
C) First Contact Resolutions; Second Level Resolutions; Workarounds
D) Cost per Incident; cost per Service Request; cost per Major Incident

SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Actual exam question for SDI's SD0-302 exam
Question #: 126
Topic #: 3
[All SD0-302 Questions]

Which statement most accurately describes typical key performance indicators for the Incident

Management process?

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Suggested Answer: B

by Tony at May 14, 2026, 01:02 PM

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Levi
5 days ago
Surprised that A is even an option, it seems off.
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Theron
10 days ago
I think C is also important, but not the main KPIs.
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Hermila
15 days ago
B is definitely the most relevant for tracking performance.
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Glynda
20 days ago
I’m confused; I thought major incidents and SLAs were more about performance, so maybe A is the right choice?
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Long
25 days ago
I feel like we had a practice question that mentioned costs associated with incidents, which makes me lean towards option D.
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Estrella
1 month ago
I'm not entirely sure, but I remember something about First Contact Resolutions being a key metric. Maybe it's option C?
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Vonda
1 month ago
I think option B sounds familiar because we discussed the importance of tracking total incidents and SLAs in class.
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Gracia
1 month ago
I recall a question similar to this where cost metrics were emphasized, but I don't think that's the main focus for incident management.
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Tish
2 months ago
I feel like option A is off because it mixes different types of metrics. We usually focus on incidents and service requests.
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Elsa
2 months ago
I'm not entirely sure, but I remember something about first contact resolutions being important. Maybe option C?
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Ramonita
3 months ago
I think option B sounds familiar since it mentions total incidents and SLAs, which we covered in our last practice session.
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